BEATING

MARKETPLACE
SLAs
G E T Y O U R B R A N D S
P R O M O T E D F O R F R E E
Introduction to
SLAs

Have you been working out on a strategy

for selling your brands better?
Not sure which marketplaces can help your
eCommerce business more than others?

This white paper can help you get the clarity on how
to get your brands promoted for free across online
eCommerce marketplaces.

To be successful in multichannel eCommerce selling,

remember that expectations and agreement are your
establishments; these, in other words, are known as
service level agreement. Service level agreement is an
agreement between the marketplace and retailers/brands
such as yourself that usually revolves around the
guidelines that brands need to comply while conducting
their online selling operations.

This is not just a contract; this also means the quality of

service, responsibilities, and on time delivery of the
demanded product by the customers or clients. This
agreement is majorly for sellers or service providers, as
and when any of the agreed is not met it becomes the
seller's responsibility to make it right come what may.
Structure of
SLAs

SLAs ensures protection to both retails

and marketplaces alike.

Any business without an SLA can result in a loss to the

company and also confusions from the buyer.
SLA ensures protection to both online retailers/brands
and marketplaces. Although SLA varies with the type of
product and services being o!ered, the structure of
SLA remains the same:
 Although SLA varies with the type of product and
services being o"ered, the structure of SLA
remains the same:

1 Service o!ered
A detailed description of the service and the provider.

2 Credibility
On time product availability?

3 Responsiveness
How quick can the order be delivered?

4 Complaints and procedure

Contact person if any problems occur? Steps were taken to
avoid any misses, steps to follow up or routine checkups?

5 Performance monitoring
Ways to monitor performance and a spoc to complete
these tasks?

6 Penalties for failure to meet obligations

What repercussions will the seller need to face if fails to
perform as speci!ed?

7 Constraints
In what scenarios will the rules of the service level
agreement be exempted?
Let's take an example. For companies involved in online

selling, usually there are internal departments which have

been assigned tasks by other departments in the same

company. In this case, the department which is performing

the work becomes the provider, and the department who has

asked for the completion of the work becomes the client.

They are reliable in that particular department for support

and query purposes. For such an instance, your company

will hire an employee for the online helpdesk. The

department who is making the use of it will be a!ected by

its performance. The best way to deal with it is performing

service level agreement.

These days, outsourcing business is quite common among all

the business types which help and supports in completing and

expanding their online business activities. For cases wherein,

the online selling gets outsourced, SLAhelps to build the

relationship between the marketplace and the seller.

SLA can help everybody from accounting backgrounds to

logistics services, online business advisors, and freelancers.

Hence whenever the online business is outsourced, SLA can

become bene"ciary for a long and reliable relationship.

The Impact of Service
Level Agreement

A Service level agreement can be much

SLAs are imperative for a long and reliable
broader than you may think.
relationship between retailers and
marketplaces.
A detailed SLA is essential as it helps in
setting boundaries and expectations
between an online retailer/brand and a
marketplace. It also helps in reducing
the disappointment for both the parties
as the promises are de!ned accurately
and precisely, these also contribute to
staying focused on the requirements of
the online marketplace.

SLAs de!ne key performance indicator

for the online marketplace and makes it
easier to understand how they can be
utilized in a quality improvement
process. It also reminds you of the
penalties that are applicable; there is an
advantage of penalties being in place as
it keeps everything on its tab and helps
never miss the deadline.
Di!erence Between
SLA & Contract
To proceed further, we need to understand
the di!erence between a contract and an
SLA. The signi"cant di!erence is that even
without indicating all the levels of service, a
deal can be "nalized. Wherein, the service
level agreement is an agreement that can
be negotiated with regular tests and
assessments, proper communication and
the adaptation option.
Apart from that, a service level agreement
can also be a part of a contract and can
be included in it. However, a contract is
not a service level agreement. Today, the
most preferred choice of all the online
selling businesses is to have SLA which is
not indeed included in the contract as it
makes it easier for them to revise later on
if it is required.
Bene!ts of SLA
A Service Level Agreement keeps both the
parties on the same page of expectations.
It is the original agreement which brings
further satisfaction. Your competitors may
charge more but won't agree to a service
level agreement. Customers want value for
what they are buying online which means
customers understand the concept of
features and bene!ts.
Above all, your brand is being promoted
without an extra cost; you do not worry
about shipping, you are always in a win-win
situation when anything good happens
customers tend to look you up on the
internet, and that creates more promotion
for your brand.
Useful SLAs are the heart of success for
a longer term. Lack of experience and
immature experiment with SLAs can
cause severe issues in your online
business. Successful companies choose
to take steps carefully and align their
SLAs with their strategies aligned with
online selling.
In short, leveraging technology in your
online selling business can not only help
you in managing your selling better, but
also ensures better returns for all your
selling e"orts.

If your turn out to be the pro!t maker

for a particular marketplace, you will
extra bene!ts #oating in from the
marketplace. This means that the seller
will help you more to sell online in their
marketplace, good isn't it? Less capital
spent and more work is done all with
the bene!ts of marketplaces.
A Key to
Beating All the SLAs
Just by getting the service level agreement
does not help your online selling business.
Hence it is always advised to keep the
necessary standards and metrics in both
the online and o!ine view so that
compliance of the same can be measured
and ensured time to time. Also, as a brand
you hardly stick to 1 or 2 channels while
selling online which leads us to questions
such as- how do you manage all your
online selling accounts? How will you
monitor all these SLAs and deliver the
requirements of di"erent marketplaces?
The key to beating all SLAs is to have an
integrated system where all marketplaces
can be managed.
The key to beating all the service level
agreements is to have an integrated
system where all your marketplaces can
be managed. An eCommerce
marketplace management system, such
as SelluSeller, can help organization of all
sizes to streamline their eCommerce
operations at one place. When you use a
uni#ed dashboard to manage your all
your eCommerce needs, you gain a
balance of visibility and automation and
this also results in better sales on each
channel you sell on.
 powered by

Powerful Saas platform for SMEs, Brands, Distributors,

Service Providers such as yourself to help you acquire

complete control over your end-to end eCommerce

operations across Southeast Asia. Manage multichannel

selling and eCommerce logistics operations across

regions, processes and teams on a single dashboard

and generate massive eCommerce revenue.

 Singapore Indonesia

business@anchanto.com business.id@anchanto.com

Call: +65 - 6914 9652 Call: +62 - 81988 8489

5 Temasek Boulevard, Suntec Tower Revenue Tower (26-120),Daerah Khusus,

5, #17-01 038985 Singapore Ibukota Jakarta, 12190 Indonesia

Malaysia Philippines

business.my@anchanto.com business.ph@anchanto.com

Sales: +60 - 16501 7626 Call: +63 - 2271 1376

Whatsap: +60 - 14664 7986 30F, RCBC Plaza, 6819 Ayala Ave, Makati

Level 18, Equatorial Plaza, Jalan Sultan Metro Manila Makati City 1200 Philippines

Ismail, Kuala Lumpur 50250 Malaysia

Australia Korea

business.au@anchanto.com selluseller_korea@anchanto.com

Call: +61 - 24211 0047 Call +82 - 70 - 4278 5321

Level 16/175 Pitt Street, Sydney NSW #402, 11, Teheran-ro 7-gil, Gangnam-gu
2000 Australia 06134 Seoul, Republic of Korea

www.anchanto.com | www.selluseller.com